Assoc Dir of Customer Services (BBBH1674) Oxford, England
| Salary: | GBP65000 - GBP70000 per annum |
On behalf of our successful Oxford based client we are seeking to recruit an Associate Director of Customer Services. The successful candidate will be joining their global services business unit and take on the responsibility of the customer services teams in the UK, US and Asia Pacific to ensure an excellent non-technical customer service is delivered to the satisfaction of clients as well as key stakeholders. In turn this permanent and full-time role will offer a salary of between £65 to 70K pa (doe) plus the chance to become a key member of a rapidly growing and exciting company. The role is Oxford based but will involve international travel four or five times per year.
In more detail the role will involve driving and implementing changes required to improve the effectiveness of the customer service delivered, monitoring feedback and managing the escalation and resolution of customer issues, complaints and general queries. It will also involve the implementation of KPIs for the customer services teams, taking action to achieve targets and monitoring performance, as well as writing standard operating procedures and arranging relevant staff training to ensure the procedures are adhered to.
The ideal candidate will be an experienced customer services manager, with a strong customer focus and commercial acumen and excellent communication and people management skills. You should be a creative thinker with good problem-solving skills and come with experience of working with a technically complex product range. We’ll also be looking for experience of using CRM and EPR systems, ideally Salesforce and Microsoft AX and excellent knowledge of Microsoft office and e-commerce systems.
In more detail the role will involve driving and implementing changes required to improve the effectiveness of the customer service delivered, monitoring feedback and managing the escalation and resolution of customer issues, complaints and general queries. It will also involve the implementation of KPIs for the customer services teams, taking action to achieve targets and monitoring performance, as well as writing standard operating procedures and arranging relevant staff training to ensure the procedures are adhered to.
The ideal candidate will be an experienced customer services manager, with a strong customer focus and commercial acumen and excellent communication and people management skills. You should be a creative thinker with good problem-solving skills and come with experience of working with a technically complex product range. We’ll also be looking for experience of using CRM and EPR systems, ideally Salesforce and Microsoft AX and excellent knowledge of Microsoft office and e-commerce systems.